Call Center Quality Assurance Specialist (Onsite - Tempe, AZ), Amazon One Medical Customer Care
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Job ID: | 1Life Healthcare, Inc.
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At Amazon One Medical, we are committed to delivering exceptional, patient-centered care, and we're looking for talented, motivated individuals to help us raise the bar in healthcare.
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If you're passionate about improving the patient experience, this is a great opportunity to make a meaningful impact.
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As we continue to expand and innovate in primary care, we're hiring a Quality Assurance Specialist to support the people, processes, and technology that make Amazon One Medical unique.
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Reporting to the Quality Assurance Manager, you will play a key role in helping us deliver on our promise of high-quality, accessible, and affordable care by auditing and ensuring excellent interactions with our members.
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In this role, you will use established templates and the CI-CARE framework, to deliver thoughtful, constructive feedback that supports continuous improvement and service excellence.
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The adecuado candidate has a strong background in customer service and a focus on delivering quality in every interaction.
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You are self-aware, open to feedback, and committed to continuous learning.
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You are confident in providing direct, actionable feedback and are known for building trust, following through on commitments, and working collaboratively to achieve shared goals.
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If this sounds like you, we'd love to connect!
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This is a full-time, hourly, in-person position based at the Amazon One Medical Customer Care Center in Tempe, AZ.
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Key job responsibilities
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Review and document patient calls and interactions to ensure they meet established operational standards.
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Audit and score support team interactions and provide constructive feedback to promote an excellent patient and member experience using the CI-CARE communication framework.
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Collaborate with patient care support teams to address quality concerns, elevate recurring issues during team huddles, and support additional meetings as needed.
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Identify performance trends among support specialists and contribute to solutions that enhance overall service quality.
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Support the development and implementation of quality scoring tools and calibration processes to maintain consistency and accuracy in evaluations.
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Perform essential patient care functions typically handled by healthcare associate roles, as business needs dictate, to ensure a positive patient experience, including handling inbound phone calls, documenting routing, and completing additional task types.
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A day in the life
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Your day will be dynamic and purpose-driven.
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You'll dive into patient interaction recordings, carefully evaluating communication quality using our specialized framework.
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You'll collaborate closely with support teams, offering constructive feedback that helps them refine their approach and deliver outstanding patient care.
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Each evaluation you complete contributes to our larger mission of creating seamless, compassionate healthcare experiences.
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About the team
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We're a dedicated group of professionals passionate about revolutionizing healthcare delivery.
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Our team believes in continuous learning, mutual support, and a shared commitment to excellence.
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We work collaboratively to identify opportunities for improvement, celebrate successes, and create an environment where every team member can grow and make a meaningful impact on patient experiences.
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Basic Qualifications
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Work a variety of hours as business demands, including overnight, weekends, and holidays.
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A minimum of one year of experience in a quality assurance role in a related setting, or at least one year of in-depth back-end administrative experience in a patient-centered role within a multi-state primary healthcare company.
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Preferred Qualifications
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Excellent written and verbal communication skills, with the ability to express ideas clearly and precisely.
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Demonstrated experience supporting process improvement efforts and adapting to changes in policy and compliance.
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A background in healthcare that supports effective patient-centered work.
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Hands-on experience using RingCentral or NICE inContact Quality Monitoring tools.
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Proficiency in using G Suite and Electronic Health Record (EHR) systems.
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Experience using telephony systems such as NICE inContact is a plus.
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The starting pay for this position is listed below.
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Final starting pay will be based on factors including experience, qualifications, and location.
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Starting Day 1 of employment, Amazon offers EAP, Mental Health Support, Medical Advice Line, 401(k) matching.
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Learn more about our benefits at .
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USA, AZ, Tempe -